IT Technician 2

Sunward Federal Credit Union•Albuquerque, NM

About The Position

Provides technical and operational support for SUNWARD employees via phone, email and in person. Recommends and implements process improvement systems as approved by SUNWARD management. Responsible for providing technical support for SUNWARD technology systems such as PCs, laptops, and printers as well as delivery systems used by employees and members such as the Intranet, web site, email, online banking, bill payer, and SUNWARD lending systems.

Requirements

Three years’ experience providing PC/Desktop support in a help desk or similar environment.
Demonstrated knowledge of PCs and servers, including a solid working knowledge of hardware and software (to include operating systems and application support).
Solid knowledge in the following areas: Microsoft Office applications Mac and Windows operating systems PC hardware and software applications Printer hardware Internet technology, including familiarity with Internet browsers and web-based applications that use them Email systems
Demonstrates basic networking skills with the ability to troubleshoot network connectivity problems.
Project management experience.
Basic knowledge of Credit Union products and services, features, and benefits.
Minimum three years of computer-related training. Degree or certification in technology-related field desired.
Practices accountability to self and others. Honest and transparent while also demonstrating respect.
Accepts responsibility and learns from mistakes.
Functions well within departmental and cross-functional teams. Able to work proactively with team members in developing and achieving a common goal.
Demonstrates humility and respect for peers. Open-minded when receiving and giving feedback. Willing to share knowledge with team members.
Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members.
Consistently sets a good example and serves as a positive role model to others.
Productively and professionally communicates over text (email, IM, etc.).
Clarifies expectations from peers and management.
Comfortable leading team discussions and meetings.
Able to explain highly technical concepts, policies, and procedures clearly and succinctly to others.
Able to train others effectively.
Shows desire and aptitude for continuous learning.
Exhibits high standards in accuracy, adaptability, judgment and initiative.
Possesses strong analytical skills. Able to troubleshoot and resolve problems skillfully.
Demonstrates excellent organizational and time management skills; able to handle/prioritize multiple tasks and projects, and meet deadlines.
Flexible regarding schedule. Able to work after hours and weekends.

Responsibilities

Provide exceptional service to employees on SUNWARD technology systems utilizing the knowledge management/help desk software as well as other resources. Strive to provide user solutions within ITS Service Level Agreements.
Work with all departments to ensure that SUNWARD hardware and software meet the needs and expectations of employees, keeping in line with the ITS strategic plan, IS Security Policy, and approved budget.
Manage department projects to ensure the project is implemented successfully in accordance with the evaluation criteria and scope.
Work with IT management and cross-departmental teams to implement, maintain or upgrade SUNWARD technology.
Coordinate and communicate with internal and external business partners to facilitate optimal system availability and usability.
Develop and utilize tools and methods to monitor and improve processes and service delivery.
Provide first level support for SUNWARD’s Intranet, website, online banking application, lending systems, telecommunication, building access systems, and additional systems as needed.
Maintain accurate records of installed software on PCs ensuring compliance with license agreements and ITS Security Policy.
Provide ongoing communication and education to support end users, minimize recurring issues and improve processes.
Provide on-call support after hours and on weekends for technical support issues.
Provide and maintain up-to-date procedures and system documentation.
Promote the service and sales culture by maintaining basic knowledge of products and services and referring members to the appropriate person/department.